About the role:
As a Global IT Service Desk Analyst, you will act as the ‘first contact’ for end-users, raising service requests or operational escalations or reporting incidents. You will also be responsible for managing the on-boarding/off-boarding of all current users across all Lucy Group companies.
- Your responsibilities:
- Ensure all assigned incidents, requests and queries are progressed within agreed service levels.
- Escalate urgent Service Requests or Incident raised by critical resources.
- Escalate cases that have not been resolved within the established turnaround times.
- Administer core M365 services like Exchange, SharePoint, Microsoft Team and OneDrive for Business.
- Create, manage user accounts, groups and licenses.
- Manage role-based access and permissions.
- Develop existing processes and procedures to troubleshoot and create articles for known issues and share knowledge with colleagues.
- Adhere to ITIL Service Management (ITSM) best practice and techniques whilst following Service Desk policies, procedures, and guidelines




- Work with other team members to continually improve all aspects of IT services that deliver value and enhanced the end-user experience.
- Monitor Logic Monitor incidents and alerts and escalate then if there is any critical issue observed.
- Continue to improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks
- Provide enhanced and expedited support to VIP and critical business users
- Proactively seek out opportunities for continual improvement. Own and progress these opportunities ensuring maximum value is achieved.
- Continue to challenge yourself and improve in all applicable technology areas to ensure you have appropriate knowledge and skills necessary to complete all assigned tasks and support the broader team.
- Key Skills:
- Proficiency in M365 Admin Centre, Exchange, Active Directory and Windows Operating system.
- Familiarity with Microso

📌 Global IT Service Operations Analyst (Halol)
🏢 Lucy Electric
📍 Halol